RETURN & EXCHANGE POLICY

RETURN & EXCHANGE POLICY – VERO & CO

Last updated: December 6, 2024

1. GENERAL INFORMATION

Vero & Co. is committed to customer satisfaction. This policy outlines the conditions for returns, exchanges, and refunds for products purchased from our online store.

Company: Vero & Co.
Website: www.veroandcowatches.com
Email: trocas@veroandcowatches.com

2. RIGHT OF WITHDRAWAL

2.1 Legal Term

You have up to 7 (seven) calendar days after receiving your order to request a return, according to consumer protection regulations.

2.2 Conditions for Withdrawal

  • Product must be in perfect condition

  • Original packaging preserved

  • All accessories included (manuals, certificates, box)

  • Tags and seals intact

  • No signs of use or wear

2.3 Eligible Products

Accepted:

  • Watches (non-personalized)

  • Watch straps and accessories

Not accepted:

  • Personalized or engraved watches

  • Used or damaged items

  • Items without original packaging

  • Leather or intimate-use accessories

3. RETURN PROCESS

3.1 How to Request

Step 1 – Contact us:

Step 2 – Provide:

  • Order number

  • Reason for return

  • Item(s) being returned

  • Request for refund or exchange

Step 3 – Receive authorization:

  • Return Authorization Code

  • Return shipping label (if applicable)

  • Packaging instructions

3.2 Packaging

  • Use original packaging whenever possible

  • Protect the item properly

  • Include all accessories

  • Attach the completed return form

  • Affix the provided label

3.3 Shipping the Product

  • Voluntary return: Shipping costs are the customer’s responsibility

  • Defective or wrong item: We provide the shipping label at no cost

4. INSPECTION & PROCESSING

4.1 Upon Receipt

  • Product inspected within 3 business days

  • Condition and eligibility verified

  • Email confirmation of approval or rejection

4.2 Approval Criteria

Approved if:

  • Product is in perfect condition

  • Within return period

  • Packaging and accessories included

  • Valid reason provided

Rejected if:

  • Product shows signs of use

  • Return is outside the allowed timeframe

  • Packaging is damaged or missing

  • Accessories are missing

4.3 Communication

  • Notification via email

  • Explanation provided in case of rejection

  • Instructions for refund or exchange

5. REFUND

5.1 Refund Methods

Credit Card:

  • Refund processed on the same card

  • May appear on next 1–2 billing cycles

  • Processing time depends on the card company

PIX:

  • Transfer within 5 business days

  • Requires your PIX key

  • Receipt sent via email

Bank Transfer (for boleto payments):

  • Direct deposit into customer’s account

  • Up to 10 business days

  • Banking information required

5.2 Refund Amounts

Voluntary return:

  • Full product value refunded

  • Shipping fees not refunded

  • Return shipping paid by customer

Defective/Incorrect item:

  • Full refund of product

  • Delivery and return shipping refunded

5.3 Refund Timelines

  • Review: up to 3 business days

  • Processing: up to 5 business days

  • Completion: depends on payment method

6. EXCHANGE POLICY

6.1 When We Offer Exchanges

  • Product has manufacturing defect

  • Wrong item received

  • Product damaged in transit

  • Incorrect size (e.g., adjustable straps)

6.2 Exchange Procedure

  • Request through email

  • Reason and condition evaluated

  • Instructions and return authorization sent

  • Product received and inspected

  • Replacement product shipped

  • Tracking shared

6.3 Exchange Costs

  • Our fault: We cover all shipping

  • Customer-initiated exchange: Customer pays return shipping and any price differences

7. WARRANTY & DEFECTS

7.1 Legal Warranty

  • Visible defects: 30 days from delivery

  • Hidden defects: 90 days after discovery

7.2 Manufacturer Warranty

Watches:

  • 12 months against manufacturing defects

  • Authorized repair centers available

Accessories:

  • 6 months for materials and workmanship defects

7.3 Warranty Exclusions

Not covered:

  • Misuse or negligence

  • Drops, impacts, or accidents

  • Water damage (unless stated as water-resistant)

  • Normal wear and tear

  • Unauthorized modifications

8. SPECIAL CASES

8.1 Personalized Products

  • Not returnable due to regret or preference

  • Only eligible for return if defective

8.2 Discounted Items

  • Same return rules apply

  • Refund based on the actual paid amount

  • Final clearance items may be non-refundable

8.3 Coupon or Store Credit Purchases

  • Refunds exclude coupon values

  • Credit may be reissued for eligible cases

9. SUPPORT & SERVICE

9.1 Contact

9.2 Information Needed

Please include:

  • Order number

  • Registered email

  • Description of the issue

  • Product photos, if applicable

9.3 Response Time

  • Email replies within 24 business hours

10. CONSUMER RIGHTS

10.1 Applicable Law

This policy complies with:

  • Consumer Protection Code (Brazil)

  • Federal Decree 7.962/2013 (E-commerce)

  • LGPD (General Data Protection Law – Brazil)

  • GDPR (when applicable)

10.2 Consumer Authorities

If your issue is not resolved:

  • Contact your local consumer protection agency

  • File with online mediation platforms or small claims court

10.3 Our Commitment

  • Respectful and efficient customer service

  • Fast resolution of issues

  • Transparent processes

  • Full compliance with consumer laws

11. FINAL PROVISIONS

11.1 Changes to This Policy

  • We may update this policy at any time

  • Major changes will be communicated via email

  • The current version is always available on our website

11.2 Omissions

  • Unforeseen cases will be reviewed individually

  • We always prioritize fair, balanced outcomes

11.3 Validity

This policy applies to all purchases made on or after its publication date.